Senior Manager/Director of Support

📋 Description

• Lead and build HappyCo's global support org from the ground up.
• Redesign systems, processes, tooling, and rhythms for exceptional CX.
• Build scalable processes, playbooks, quality standards, and operating rhythms.
• Manage outsourced support partner and align with Product, Engineering, CS, and PS.
• Leverage AI to automate workflows, improve decision-making, and boost efficiency.
• Hire, coach, and develop a high-performing team; foster ownership.

🎯 Requirements

• 5+ years leading Support, Customer Ops, CX, or Service Ops.
• Experience transforming, improving, or scaling a support org.
• Experience building processes, operating models, playbooks, or quality programs.
• Strong leadership with track record developing high-performing teams.
• Exceptional written and verbal communication skills.
• Experience with Zendesk, Jira, Gainsight, Intercom, or similar platforms.
• Hands-on experience using AI tools to improve productivity, workflows, or reporting.

🎁 Benefits

• Work from anywhere with a flexible culture.
• Opportunity to work for a fast-growing PropTech company.
• Unlimited vacation time.
• Generous paid parental leave.
• Competitive and equitable pay.
• Monthly stipends to support Wellness and Home Office expenses.